Marc Anthony Ramirez
Fayetteville,NC
Summary
IT Help Desk Support Technician and Military Veteran with a Top Secret Security Clearance, leveraging 5+ years of experience and a proven ability to be a corporate steward interacting and collaborating with multiple levels of management. Possess a comprehensive background in workstation installation, configuration, repair, troubleshooting, customer service, helpdesk operations, sharepoint management, networking concepts, installation, and configuration of computer systems. Profound written and oral communication skills. Focused on maintaining high levels of accuracy and efficiency, as well as achieving project implementation and IT infrastructure goals. Acclimatized to risk, responsibility, and operating under pervasive pressure while consistently excelling. Adept at quickly mastering new concepts and has a desire to master the latest technology.
Overview
7
7
years of professional experience
Work History
IT Customer Support Technician
GoldenTech
10.2023 - Current
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Streamlined troubleshooting processes for quicker resolution times and increased customer satisfaction.
- Trained end-users on new software applications, increasing productivity across departments.
- Enhanced system performance by implementing and maintaining hardware and software upgrades.
- Submit Tickets through Service Now and monitor for updates and routing for closure.
- Responsible for imaging workstations to support the Virtual Medical Center (VMC)
- Participated in varied SharePoint support activities.
IT Customer Support Technician
BEAT LLC
04.2023 - 10.2023
- Patched software and installed new versions to eliminate security problems and protect data.
- Monitored system performance to identify potential issues.
- Developed and implemented preventive maintenance procedures.
- Responsible for imaging workstations to support the Virtual Medical Center (VMC)
- Installed, configured and maintained computer systems and network connections.
- Diagnosed and troubleshot hardware, software and network issues.
- Submit Tickets through Service Now and monitor for updates and routing for closure.
- Offered assistance in implementing and developing training programs.
- Responded to customer inquiries and provided technical assistance over phone and in person.
Information Technology Specialist
Army
06.2017 - 03.2023
- Provided Tier 1and Tier 2 IT support to non-technical internal users through desk side support services.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Configured hardware and granted system permissions to new employees.
- Used ticketing systems to manage and process support actions and requests.
- Effectively managed over 400 classified and unclassified accounts through Active Directory while working as Help Desk administrator. Was assigned with installation, maintenance, and physical
security of over 400 computer systems and 20 printers. - Subject Matter Expert in Commercial phone provisioning and management. Cross-trained peers, which resulted in the provisioning of over 25 phones (Apple/Samsung).
- Manually updated over 400 classified and unclassified workstations to the latest Windows 10 OS version and Security features to ensure systems were within IAVA compliance – leading to the prevention of
downtime to said systems - Monitored IA Security violation reports to assist in investigating causes of said violations as well as compiling all necessary documents needed to submit the appropriate report and route for closure. Successfully closed out over 40 violations.
Education
No Degree - General Studies
The University of Texas Rio Grande Valley
Edinburg, TXSkills
- Microsoft Office (2012, 2013, 2016, 365), SharePoint
- Operating Systems: Windows XP, 7, 8, & 10
- Network System Administration
- Risk Management Mitigation
- Network diagnostics
- Desktop support
- Account management
- Videoconferencing
- Ticket support system management
- Multitasking Abilities
Additional Information
- CompTIA Security +
- Army Achievement Medal (3)
- Soldier of the month Board Winner
Timeline
IT Customer Support Technician
GoldenTech
10.2023 - Current
IT Customer Support Technician
BEAT LLC
04.2023 - 10.2023
Information Technology Specialist
Army
06.2017 - 03.2023
No Degree - General Studies
The University of Texas Rio Grande Valley
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